It's difficult to deny the significant role that user satisfaction plays in the growth of a product. Our support team received feedback, but it was incomplete as not all users would communicate their thoughts. We realized the importance of implementing a more user-friendly feedback system, especially for our frequently visited newsfeed section.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fvk-nps%2F56d68ccd-f466-4ef9-b32f-54936e029479.jpg?alt=media&token=7eba8e4b-b65b-4775-93ff-704da2b638e7","id":"56d68ccd-f466-4ef9-b32f-54936e029479","width":4112,"height":3088,"filename":"Shot Two.jpg","type":"image/jpeg","caption":"","border":false}]}
```

Our goal was to create five different types of surveys, including Net Promoter Score (NPS), to accommodate diverse research questions. The aim was to enhance clarity and understand user attitudes toward our product. The success metrics were established as the conversion rate for survey completion and the total number of surveys completed.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fvk-nps%2F81f13b3a-5681-41b6-b8c3-178038243ff1.jpg?alt=media&token=81c0bc9e-77ea-4954-892e-457d7a8daf08","id":"81f13b3a-5681-41b6-b8c3-178038243ff1","width":4112,"height":3088,"filename":"Shot Three.jpg","type":"image/jpeg","caption":"","border":false}]}
```

We aim to make feedback process a breeze for users by enabling them to do so effortlessly from the newsfeed. I led the design process, which involved researching, prototyping, testing, and iterating designs. We created five different types of surveys, such as numerical rating scales and button-based surveys, that allowed users to make single or multiple selections. Research and design teams worked together to ensure that the surveys were universally accessible and adhered to research guidelines.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fvk-nps%2F8611d3ce-048d-4ac6-b5ca-76553bee96e5.jpg?alt=media&token=d7999f01-b4b3-486e-8d42-780459e13a1d","id":"8611d3ce-048d-4ac6-b5ca-76553bee96e5","width":4112,"height":3088,"filename":"Shot Four.jpg","type":"image/jpeg","caption":"","border":false}]}
```

Although the conversion rate was 1-2%, it generated a substantial amount of data, allowing for an easier way for users to leave feedback.Initially, the surveys popping up in the newsfeed caused a disruption to the overall user experience. However, we have resolved this issue by implementing a feature that enables users to hide the survey if they are not interested. Additionally, we have reduced the frequency of the surveys that will appear for them in the future.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fvk-nps%2Fe8cda7f9-6c23-4bb7-bc66-635f65259a5e.jpg?alt=media&token=83d87070-aaed-488c-b2bc-1397a3f00ba2","id":"e8cda7f9-6c23-4bb7-bc66-635f65259a5e","width":4112,"height":3088,"filename":"Shot One.jpg","type":"image/jpeg","caption":"","border":false}]}
```

Our commitment to constantly improving our survey methods is a crucial step towards creating a more user-oriented VK. By staying attuned to the evolving needs of our users, we strive to enhance our product and achieve even greater growth. This project serves as a significant milestone in our journey towards success.

Customer Satisfaction Insights through NPS and Other Surveys

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fgetmo%2F695032b1-8d91-48e9-9572-69cd33a29791.jpg?alt=media&token=6cb2bb52-274e-41ab-a3de-3a96a20c9bea","id":"695032b1-8d91-48e9-9572-69cd33a29791","width":4096,"height":3072,"filename":"Shot Five.jpg","type":"image/jpeg","caption":"","border":false}]}
```

Getmo is a financial startup that provides loans to merchants who sell on marketplaces. One of its unique features is that loan repayment depends on the merchant's income. If the merchant earns more, the monthly payment will be higher, and if they earn less, the payment will be lower.

As a promising startup in its MVP stage, Getmo needed to test its core hypotheses. To become customers, merchants had to fill out a short form on the landing page, followed by Getmo's managers contacting them via email. The whole process was conducted exclusively through messengers and email.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fgetmo%2F16ae5402-daa7-48d9-a7c8-9f4b09e624e9.jpg?alt=media&token=c6953422-b355-4a17-be0b-6509df483c3f","id":"16ae5402-daa7-48d9-a7c8-9f4b09e624e9","width":4096,"height":3072,"filename":"Shot One.jpg","type":"image/jpeg","caption":"","border":false}]}
```

### **Challenge**

The current onboarding process does not seem professional and may create a wrong impression. Financial queries are sensitive, yet the company only communicates with you through email. The task was to create a user interface for the first interaction with Getmo that would build more confidence in the service and simplify the initial engagement.

### **Objective**

Our goal was to design an onboarding form that simplifies the credit application process. This would also reduce the amount of support needed and adds more trust to the whole user interaction with Getmo.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fgetmo%2F568daf5e-1010-4c53-83c4-e6df0256e610.png?alt=media&token=9dabaa2b-4c01-4835-8c60-fa28a091b606","id":"568daf5e-1010-4c53-83c4-e6df0256e610","width":2048,"height":1536,"filename":"Shot Two.png","type":"image/png","caption":"","border":false}]}
```

### **Process**

The process was straightforward. After a few design iterations, actual clients were involved in UX testing of the design to gather feedback and make necessary adjustments. Then, close collaboration with the development team ensured that the final design met the business requirements.

I kept in mind:

* **Simplicity**: Keeping the form simple and distraction-free.

* **Efficiency**: The entire form could be completed in just over 10 minutes, with pre-scoring taking only 3 minutes.

* **Aesthetics**: Ensuring the design is visually appealing to build trust and credibility.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fgetmo%2F216aac61-b26c-449e-9eb0-44ecbae0e632.png?alt=media&token=a740a232-dfe6-4e38-92ad-99331299a2c9","id":"216aac61-b26c-449e-9eb0-44ecbae0e632","width":2048,"height":1536,"filename":"Shot Four.png","type":"image/png","caption":"","border":false}]}
```

### **Results**

The newly designed onboarding form achieved remarkable success:

* **Time Efficiency**: Data collection from merchants was reduced from days to minutes.

* **Reduced Support Workload**: The streamlined process led to a significant decrease in the support required to assist a single client.

* **Increased Trust**: The attractive interface helped in building confidence in the service.

### **Conclusion**

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fgetmo%2F36333022-6fc3-45d3-98f9-509166b7f344.jpg?alt=media&token=ded44c59-d161-4bd3-8f49-0fc9d2fb3a7f","id":"36333022-6fc3-45d3-98f9-509166b7f344","width":4096,"height":3072,"filename":"Shot Five.jpg","type":"image/jpeg","caption":"","border":false}]}
```

By understanding the users' needs and applying design principles, the project successfully transformed Getmo's onboarding experience, making it more efficient, user-friendly, and trustworthy. This case shows the impact of design on enhancing customer satisfaction and business performance.

Applying for a Loan Made Easy

Untitled

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fwhip%2F349be62b-334a-41b7-80c0-21edfceff724.jpg?alt=media&token=15f5ab37-e66a-4d0b-b681-67792de5b40c","id":"349be62b-334a-41b7-80c0-21edfceff724","width":4112,"height":3088,"filename":"Shot Three.jpg","type":"image/jpeg","caption":"","border":false}]}
```

WHIP is a car-sharing app that is changing the landscape of the long-term car rental industry. I did some user research, prototyping, and crafting the design to bring WHIP to life.

At WHIP, we utilize a unique approach that brakes the limitations of traditional long-term rental providers in the US. Our platform offers modern technology and user-friendly design, making it effortless for customers to find and book their preferred vehicle for extended periods.

We have the convenience of finding and booking their perfect car while also being able to interact with it during the rental period. This ongoing engagement creates a more effortless experience, eliminating the stress of renting a car for an extended period.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fwhip%2Fc381a67a-c502-4c0b-862f-1563320bd88c.jpg?alt=media&token=9b1404dc-1e70-44f4-8ee1-1976f60def08","id":"c381a67a-c502-4c0b-862f-1563320bd88c","width":4112,"height":3088,"filename":"Shot Seven.jpg","type":"image/jpeg","caption":"","border":false}]}
```

**User Stories**

The development of WHIP was based on a deep understanding of its user base. The app has been crafted to fulfill the main requirements of car renters who use the service for an extended period. Here are some user stories that influenced the creation of WHIP:

* **Sign Up:** Having a straightforward sign-up procedure is crucial. WHIP offers an easy-to-navigate sign-up process. You need a phone with the app installed, ID, and 5 minutes to complete forms and submit KYC.

* **Car Selection:** Finding the perfect one for your needs is important. WHIP offers a user-friendly filter system that helps you narrow your options and find the vehicle that meets your desires.

* **Booking:** Once a car is selected, there is a simple process to confirm a choice. WHIP's booking system is seamless and intuitive, providing users with a hassle-free booking experience.

* **Starting a Trip:** Now you want to hit the road as soon as possible. Come to a booked car, open it, and start your journey, all within the app.

* **Finishing a Trip:** Returning the car should be as effortless as possible after the trip. WHIP makes this process a breeze: take a couple of photos and make a few taps. Don't forget your belongings.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fwhip%2F3b1245e9-a6e0-4d36-abbc-c7658ff4005c.jpg?alt=media&token=9d4c82df-b0d4-4634-a119-db89ff166d91","id":"3b1245e9-a6e0-4d36-abbc-c7658ff4005c","width":4096,"height":3088,"filename":"Shot.jpg","type":"image/jpeg","caption":"","border":false}]}
```

WHIP provides a user-centric solution to the long-term car rental market.

The mission was to create the best car-sharing experience by focusing on convenience, efficiency, and user satisfaction. To achieve this, we incorporated several design elements and features:

**Wide variety of cars, thousands of options available.** Every user can find a vehicle that meets their preferences, whether looking for a compact car for city driving, a spacious SUV for family road trips, or a luxury vehicle for a special occasion.

**Find a car on the map:**  Locating nearby available cars is made simple and intuitive for users through a visual interface. This streamlines the process of finding the perfect vehicle.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fwhip%2F720f66d9-357a-4d34-b5d6-6305d65a4531.jpg?alt=media&token=b1a1fdf0-78bd-4a12-9a84-a916c7ecf769","id":"720f66d9-357a-4d34-b5d6-6305d65a4531","width":4112,"height":3088,"filename":"Scene 9.jpg","type":"image/jpeg","caption":"","border":false}]}
```

**Efficient Booking Process:** One of the main objectives was to minimize the time and effort required to book a car. We've simplified the booking process to just a few clicks, enabling users to quickly and conveniently secure their chosen car without any unnecessary hassle.

By prioritizing user needs and preferences throughout the product development process, we've created a car-sharing app that stands out in the market for its user-friendliness, efficiency, and comprehensive car selection.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fwhip%2F1fe96b06-176b-4257-94ad-6adf748a9a32.jpg?alt=media&token=514981c1-1525-4808-8cb6-282eb579b29d","id":"1fe96b06-176b-4257-94ad-6adf748a9a32","width":4112,"height":3088,"filename":"Shot Nine.jpg","type":"image/jpeg","caption":"","border":false}]}
```

**Simplicity, visual appeal, consistency, and responsiveness.**

We tried to create an interface that is self-explanatory and intuitive. Design has been simplified for effortless navigation and task completion. Clear labels, simple instructions, and logical navigation paths guide users through selecting and booking a car.

WHIP's design is modern and clean, with an appealing color scheme and sexy photos of cars. The layout has been designed to draw users' attention to essential elements and guide them through the app.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXRc29NmK8GakRvuFKXGc6q0Ekop1%2Fi9wsf7rS5iWRbKjXJJ22%2Fcb7a5abb-c2b7-4cf1-9546-33b271901de5.jpg?alt=media&token=7acd6ee3-a15b-4675-be0c-92b2f45c107e","id":"cb7a5abb-c2b7-4cf1-9546-33b271901de5","width":4096,"height":3072,"filename":"Store.jpg","type":"image/jpeg","caption":"","border":false}]}
```

Kirill Karmanov

2023